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[ShopeePay] Identity Verification (eKYC) FAQ

1. What is identity verification (e-KYC) and what do I need to do?

To keep the platform more secure, we would require our users to verify their identities through our e-KYC (Electronic Know Your Customer) process.

To do so, please have your identification documents (NRIC for Malaysians and Passport for non-Malaysians) ready and ensure you are in a well-lit environment for clearer capturing of your identity.

2. How will I know if my identity verification is successful?

You will be notified on the app. We will also send you a push notification once your application has been successfully verified, thus please ensure that your notifications are turned on.

3. Why is my application shown as 'Pending'?

Identity verification via e-KYC will usually generate immediate results. However in certain scenarios, we would require more time to process the application, but it should not take longer than 2 working days.

4. What should I do if my identity verification is unsuccessful?

If your identity verification was unsuccessful, you may submit your application again after you receive the notification of failed verification.

5. What are the reasons for unsuccessful identity verification?

If your verification failed, this could be caused by several reasons:

(i) Identification documents are unclear or unrecognizable. Please ensure that you are using the correct and original copy of the documents requested, that you are in a well-lit place, and that nothing is blocking your identification documents.

(ii) Facial recognition unrecognisable or blocked. Please ensure nothing is blocking your face when you perform the liveness check and follow the instructions displayed on the screen.

6. How do I verify my identity?

Users that have not activated/ set up their ShopeePay wallet

To activate your ShopeePay wallet, please proceed with the following steps:

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Step 1: Go to the Me tab

Step 2: Click on ShopeePay

Step 3: Click on Set up ShopeePay Wallet

Basic ShopeePay wallet users who have not verified their account

Step 1: Click on your ShopeePay Wallet

Step 2: Click on Verify Now

7. Can I continue where I left off if I dropped off halfway because of unpredictable circumstances?

If you dropped off halfway, you will not be able to continue where you left off. You would need to restart the whole process again. Please allocate at least 10 mins for the completion of the whole process and ensure that you have your identification documents on hand.

8. Verifying your identity will allow you access to additional ShopeePay functions as below:

Type of Account	Basic	Premium
Threshold for waller holding limit (MYR)	2,999	9,999
Daily transaction limit (MYR)	2,999	9,999
Monthly transaction limit (MYR)	4,999	20,000
Annual transaction limit (MYR)	59,999	120,000

9. What are the types of ID accepted?

We only accept Malaysian identity cards (MyKad) or passports. No other types of identification cards will be accepted.

*New features will be introduced soon to support additional documentation types.

10. Why am I getting this error message informing me that my IC number is already linked to a verified ShopeePay account?
If you are getting this error message, please contact Customer Service for further assistance.

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